Guide
Five common HEART framework mistakes
Five mistakes product teams make when they put Google's HEART framework into practice: tracking every category on every project, mixing up engagement and adoption, leaning on quarterly NPS for happiness, counting a click as task success, and reporting numbers with no baseline or target. Use it as a review list before you sign off a HEART measurement plan. Koji can collect the attitudinal half, such as SEQ and satisfaction scores with a follow-up question on each.
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- Tracking all five on every project: GSM exists to scope you down. Two categories measured well beat five measured halfway.
- Confusing engagement with adoption: Engagement is depth among existing active users. Adoption is first-time uptake.
- Skipping happiness for quarterly NPS: NPS measures brand loyalty, not happiness with a feature. Run a quick SEQ and a 1 to 7 satisfaction item after the task.
- Counting a click as task success: The user has to finish the job they came for. Pair completion with a SEQ score and an open follow-up.
- No baseline and no target: A metric with no earlier reading and no target is a vanity number. Show current, prior period and target.
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<a href="https://www.koji.so/visuals/heart-framework-common-mistakes"><img src="https://www.koji.so/visuals/heart-framework-common-mistakes/heart-framework-common-mistakes.png" alt="Listicle of five common HEART framework mistakes, from tracking all five categories at once to metrics with no baseline or target." width="1080" height="1080" /></a>
<p>Source: <a href="https://www.koji.so/visuals/heart-framework-common-mistakes">Five common HEART framework mistakes</a>, Koji</p>
